How to appeal a declined customer's credit decision

If Resolve declined one of your customers for net terms and you think we should take another look, you can appeal the decision right from your Resolve dashboard. Tell us why the decision should be reconsidered, attach any documents that help, and our Risk team will review it. You'll get an email when a decision is made.

How to appeal a decision

1. Go to Customers in your Resolve dashboard and find the declined customer.
2. Click Appeal decision on the customer's row. You can also open the customer and choose Actions → Appeal decision.

Customers list: Appeal decision

Customer detail: Actions → Appeal decision

1. Review the Decline reason at the top of the window.
2. Under Reason for appeal, explain why we should reconsider. Helpful details include:
   • More context about the customer's business
   • Corrections to information that was submitted
   • What your supporting documents show
3. (Optional) Under Supporting documents, drag and drop files or click browse your computer. Bank statements, financial statements, trade references, and purchase orders or contracts all help.
4. Choose Yes or No for "Allow Resolve to contact the customer if more information is needed for the appeal review." If you choose Yes, you'll be CC'd on anything we send.
5. Click Submit.

Appeal decision: reason, documents, and outreach choice

Your documents upload and are checked automatically when you click Submit. A status appears next to each file (Uploading, Validating, Uploaded). Your appeal is submitted once every file is accepted.

Document upload progress during submission

After you submit

• The customer stays Declined while we review. On the Customers list the action changes to Pending decision, and the customer's page shows "Appeal decision submitted. Resolve is reviewing your appeal."
• You can still find the customer with the Declined filter.
• The customer's Activity feed shows when you submitted the appeal and any updates you make afterward.
• We'll email you when a decision has been made. If the appeal is approved, the customer's new credit decision appears on their page and they can start using net terms.

Pending decision and Edit appeal

Appeal confirmation on customer detail

Appeal submission and updates in Recent activity

Updating a pending appeal

Need to add a document or change your explanation? Click Edit appeal from the Customers list or the customer's Actions menu. Documents you already attached stay on the appeal, and any new files are added to it. Click Submit to save your changes.

You can edit an appeal only while it's under review. Once a decision is made, the appeal is closed.

Edit appeal: submission date and supporting documents

Good to know

• Every declined customer can be appealed. That includes every decline reason.
• One appeal at a time. Each customer can have one appeal under review. If we decline an appeal and you have new information, you can submit a new appeal right away.
• Documents are optional, but they're often what changes the outcome.
• File types: Use common document formats (such as PDF and image files). If a file can't be accepted, you'll see why and can remove or replace it.
• Contacting your customer: We contact your customer only if you chose Yes and we need more information, and you'll be CC'd. You can change your answer by editing the appeal.

Frequently Asked Questions

How long does a review take?

You'll get an email when a decision has been made.

Will my customer know I appealed?

Only if you allowed us to contact them and we need more information from them.

My upload failed. What should I do?

Click Submit again. Files that already uploaded won't need to upload again. If a file was rejected, remove it or choose a different file.

Can I cancel an appeal?

If you close the window before submitting, nothing is sent. After submitting, you can update a pending appeal with Edit appeal. There is no cancellation action in the dashboard.

What if my appeal is declined?

You'll get an email with the reason. If the customer is still declined and you have new information, you can submit another appeal right away.

Can I appeal a declined credit limit increase?

Not with this feature. Appeal decision is for declined customer credit decisions.